Process Designer and Analyst

** Job

Requisition  #
** 26WD94675
* * Position Overview
** We’re hiring a Digital Support Process Designer & Analyst to shape, optimize, and operationalize AI-powered and intelligent automation (IA) workflows across the entire Customer Technical Success (CTS) organization. This role is the operational engine behind our AI/IA transformation. Mapping real support workflows, running experiments, gathering insights from global teams, and making sure our AI-driven solutions land cleanly and deliver measurable value across Digital Support (DS), Technical Support (TS), Global Customer Operations (GCO), Technical Adoption, and adjacent business functions.

This is a design + strategy role with a solution-architect mindset, on the human change management and process side. Someone who can zoom out to understand the entire support ecosystem, identify transformation opportunities, and then get hands-on with process mapping, experimentation frameworks, change management and adoption playbooks. You ensure the solutions built by the AI/IA Solutions Engineer solve the right problems with measurable impact, delight our employees, and are adopted.
** Responsibilities
* * AI/IA Workflow Experience Design:
* Map, analyze, and redesign operational workflows across CTS to identify where AI/IA can reduce friction, accelerate customer impact, or eliminate manual work
* Partner with the AI/IA Solutions Engineer to co-create future-state workflows that blend human expertise with AI assistance, ensuring clarity, consistency, and global scalability
* Develop workflow standards and “AI-enhanced process templates” to drive reusability across teams and product areas to align all of CTS
* Ensure workflows are intuitive, trusted, and elevate employee efficiency and experience

Experimentation Ownership & Operational Validation:
* Be the face of experimentation cycles (hypothesis → test → measure → decide) ensuring experiments are structured, measurable, and aligned to transformation goals
* Define success criteria and evaluation frameworks for each pilot, focusing on adoption, friction reduction, time savings, and employee experience improvements
* Run deep-dive sessions with teams to validate early prototypes, capture corner cases, and guide iteration
* Ensure alignment between operational needs, technical feasibility, organizational readiness, and long-term strategy
* Facilitate recurring working groups, design reviews, and experiment check-ins to keep stakeholders and leadership informed
* Work hand-in-hand with the AI/IA Solutions Engineer to convert operational learnings into technical designs—and vice versa

Change Leadership & Global Enablement:
* Coordinate global change management with managers on new AI-powered workflows, ensuring teams understand the purpose, value, and expected outcomes, especially across multiple geographies
* Produce enablement guides, communication plans, adoption playbooks, and rollout kits that support experimentation → pilot → scale transitions

Measurement, Reporting & Value Communication:
* Track adoption, usage, and impact metrics for all new workflows and experiments
* Build clear, compelling insights for leadership explaining where AI is delivering value and where friction remains
* Support the creation of business cases for additional investment, scaling decisions, and vendor/platform considerations                                   
** Minimum Qualifications
*** 5+ years’ experience in customer support operations, service design, digital transformation, or process optimization
* Technical aptitude demonstrating early adoption of new tools and technology
* Experience running structured experiments or pilots (hypothesis → test → measure → iterate)
* Demonstrated expertise with process modeling
* Ability to break down complex processes into clear, sequenced workflows with measurable outcomes
* Proven ability to lead cross-functional initiatives across multiple regions or business units
* Strong analytical skills with ability to synthesize user feedback, adoption metrics, and friction points into actionable insights
* Experience implementing change management practices at scale (Gaining awareness to drive desire,…